Director Memo

DEPARTMENT OF DEFENSE
WASHINGTON HEADQUARTERS SERVICES
1155 DEFENSE PENTAGON
WASHINGTON, DC 20301-1155

MEMORANDUM FOR SENIOR PENTAGON LEADERSHIP (SEE DISTRIBUTION)
DEFENSE AGENCY AND DOD FIELD ACTIVITY DIRECTORS
SUBJECT: Survey – Customer Experience for DoD Annual Performance Plan
I ask for your participation in the upcoming Washington Headquarters Services (WHS) Customer
Experience (CX) survey, to be conducted each quarter of each fiscal year (FY). WHS is committed to
delivering an exceptional CX while delivering value that matches our customers’ expectations. Your
organizations provide critical missions that contribute to the Department’s goals and objectives. WHS
takes its role in supporting you as you carry out your missions very seriously. Your organization’s
feedback on WHS services is critical to how we improve our delivery of services.
The WHS CX Office is conducting the surveys at https://ice.disa.mil/svy.cfm?customer, which
will be opened at specific times during the year. The first survey was conducted in Quarter 3 of
FY 2020. I commit to acting on your feedback and identifying your organization’s priorities. To
emphasize my commitment, I included CX in WHS’s submission to the DoD Annual
Performance Plan (APP). The APP identifies a number of DoD-wide performance goal priorities
and implementing strategies for the current and budget year, plus five years of actual
performance trend data that are aligned by the Department's strategic goals and objectives. The
report also identifies management corrective actions for prior year performance results not met.
Please participate in the survey and share with your staff who use WHS services. Participation from
every customer is essential for a reliable representation of CX with WHS and for identifying what
actions WHS must undertake to ensure a better experience. I will share survey results and related
follow-on actions with you.
Thank you in advance for your willingness to provide your feedback. It is with your help that we will be
able to strategically focus on how to best move forward. We hope that you and your families remain
safe. Questions about this memorandum and the survey should be directed to the WHS CX Office at
[email protected].

Thomas M. Muir
Director

DISTRIBUTION:
Chief Management Officer of the Department of Defense
Secretaries of the Military Departments
Chairman of the Joint Chiefs of Staff
Under Secretaries of Defense
Chief of the National Guard Bureau
General Counsel of the Department of Defense
Director of Cost Assessment and Program Evaluation
Inspector General of the Department of Defense
Director of Operational Test and Evaluation
Chief Information Officer of the Department of Defense
Assistant Secretary of Defense for Legislative Affairs
Assistant to the Secretary of Defense for Public Affairs
Director of Net Assessment